Alicia Margarita Reyes James
Monterrey
Summary
Enthusiastic and approachable, bringing strong communication and customer service skills. Quick learner with knack for building positive relationships and assisting customers effectively. Reliable team player with proactive approach to problem-solving and ensuring pleasant shopping experience. Demonstrates flexibility and eagerness to adapt to new challenges. Motivated team player, with several years of progressive experience. Energetic self-starter and team builder. Navigates high-stress situations and achieves goals on time and under budget.
Overview
8
8
years of professional experience
1
1
Language
Work History
Insurance Virtual Assistant
Coverdesk
Monterrey
03.2026 - 07.2026
- Elevated client experience by providing timely customer support via phone calls, emails, and live chat platforms.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Assisted in project management tasks, tracking progress and deadlines effectively.
- Implemented digital filing systems, improving document retrieval times and organization.
Sales Assistant
Family Business
Monterrey
01.2019 - Current
- Maintained neat, clean, and organized shelves through effective visual merchandising to enhance product visibility.
- Resolved customer enquiries promptly, ensuring accurate information on products and services was provided.
- Guided customers in locating products and offered detailed information to improve shopping experience.
- Managed inventory levels, ensuring accurate stock availability and efficient replenishment.
Technical Support Representative
Aventus - MechMaxx
Monterrey
04.2025 - 01.2026
- Attended staff training sessions to enhance product knowledge and sales techniques.
- Handled customer returns, refunds and exchanges at customer service desk.
- Provided helpful, attentive sales support to generate positive customer feedback.
- Assisted customers by providing detailed information about MechMaxx products at the sales counter.
- Advised customers on selecting the appropriate horsepower for machinery based on their specific needs and applications.
- Provide information about how to use the machinery appropriately
Technical Support Representative
Sutherland Global Services - Toast
Monterrey
11.2023 - 03.2025
- Provided technical assistance to customers via phone, email, and chat, resolving issues efficiently.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Supported the customer with video calls to troubleshoot issues with the Toast equipment, including tablets, handhelds for restaurant employees, and routers.
- Provided support to customers by addressing their inquiries and needs. with the creation of their menus.
- Facilitated account creation for new customers and provided step-by-step support for setting up digital restaurant operations.
- Conducted video call support to troubleshoot Toast equipment issues, ensuring optimal functionality for tablets, handhelds, and routers.
- Assisted customers with the creation of their menus.
- Trained and mentored employees to maximise team performance.
Instacart
Conduent - Instacart
Monterrey
05.2023 - 10.2023
- Collaborated with team members to meet and exceed performance targets.
- Resolved complaints using calm, clear communication and effective problem-solving.
- Managed complaints with calm, clear communication and problem-solving.
- Handled incoming calls and emails, providing timely and accurate responses to inquiries.
- Utilized CRM software to record customer interactions, ensuring a personalized approach in future communications.
- Developed chat scripts for common queries, streamlining response processes and improving efficiency.
- Created chat scripts for common queries, enhancing response efficiency and customer satisfaction.
Technical Support Representative
Conduent - Xerox
10.2020 - 04.2023
- Asked targeted questions during troubleshooting to diagnose issues and provide effective solutions.
- Helped customers set up new systems, applications and software.
- Conducted tactical troubleshooting to identify faults.
- Performed troubleshooting procedures to identify technical faults. to identify faults.
- Assessed damaged printers for repair or replacement, providing cost-effective solutions to clients.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Developed troubleshooting guides for common printer issues, empowering users to fix minor problems independently.
- Created troubleshooting guides for common printer issues, enabling users to independently resolve minor problems.
Customer Support Technician
Teleperformance - Viasat
Monterrey
09.2019 - 10.2020
- Tracked and followed up on unresolved support tickets, achieving timely resolution of customer issues.
- Responded to customer queries, delivering effective resolutions to enhance communication.
- Provided troubleshooting steps to resolve technical situations regarding modems, routers, and satellites.
- Assisted customers with signal and connectivity issues, improving overall service experience.
- Completed and processed payments, and added subscriptions to customers.
Cashier Assistant
Action Quest
Monterrey
07.2019 - 07.2019
- Processed cash, check, and card payments to ensure smooth transaction completion.
- Maintained organized and clean checkout areas to enhance customer experience.
- Assisted customers in locating items by providing knowledgeable product information and addressing inquiries.
- Maintained clean, tidy and organized checkout areas.
Education
Diploma of Higher Education - LAW
IEU
Monterrey, NLE06.2026
Skills
Customer service
Technical support
Problem solving
Data entry accuracy
MS Office Suite
Customer follow-up
Client relations
Problem resolution
Multitasking efficiency
Team collaboration
Product knowledge
Relationship building
Microsoft office
CRM management
Spreadsheet management
Interests
Drawing
Digital art creations
Poetry
Hiking
Sports
Reading
Languages
I've studied in an American school every since I can remember, english has become part of me in every single way. My english level is C1, but I can confidently say I have a native speaking type of level.
Timeline
Insurance Virtual Assistant
Coverdesk
03.2026 - 07.2026
Technical Support Representative
Aventus - MechMaxx
04.2025 - 01.2026
Technical Support Representative
Sutherland Global Services - Toast
11.2023 - 03.2025
Instacart
Conduent - Instacart
05.2023 - 10.2023
Technical Support Representative
Conduent - Xerox
10.2020 - 04.2023
Customer Support Technician
Teleperformance - Viasat
09.2019 - 10.2020
Cashier Assistant
Action Quest
07.2019 - 07.2019
Sales Assistant
Family Business
01.2019 - Current
Diploma of Higher Education - LAW
IEU